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Draft regulation for quality of service (Arabic)
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Percentage of Calls Dropped
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Percentage of Calls Blocked due to network
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Handover Success Rate
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Call Success Rate
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SMS Delivery
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Mobile Number portability problems rate
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Mobile Data service availability
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Interconnection Availability
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Speech Quality
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beneficiaries billing complaints per 1000 bills
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beneficiaries complaints to the total number of <àÚ<ØÎ_MA< <
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Percentage of billing complaints resolved within 10
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Percentage of billing complaints resolved within 20
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Response time to answer 90% for operator assisted
services
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Percentage of orders for access lines in the Served
Areas completed within 10 working days< <
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Percentage of orders for access lines in the Served
Areas completed within 5 working days< <
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)Faults per 100 lines per year(< <
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Availability
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Percentage of faults to be cleared within 72 hours< <<àÚ<†nÒ_UUzQA< <
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Percentage of payphones in working order to the
total number of public payphones< <
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Unsuccessful call ratio for local and national fixed
calls< <
<àÚ<ØÎ_MA< <
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Unsuccessful call ratio for international fixed calls <àÚ<ØÎ_NA< <
cl^Îæù]<Äé¶<»<�éfÖ]<¼e†Ö]<†Êçi<íè…]†Ûj‰< <àÚ<†nÒ_ UUzQ<A< <
Availability of interconnection< <
ç’Ö]<ì�çql< <
Speech Quality < <
<àÚ<†nÒ_O<<<àÚ<áçÓÚ<Œ^éÏÚ<»<l^q…�Q<l^q…�
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Percentage of satisfied beneficiaries with billing
quality< <
<àÚ<†nÒ_ULA< <
I íÞ^é’Ö]<àÂ<ð^•†Ö]<ífŠÞ Percentage of satisfaction with maintainability< <
<àÚ<†nÒ_TQA< <
°ÃËjßÛ×Ö<Ý^ÃÖ]<ð^•†Ö]<ífŠÞ< <
Percentage of overall beneficiaries satisfaction< <<àÚ<†nÒ_TQA< <
I <l^Ú‚¤]< àÂ< °ÃËjß¹]< ð^•…< ífŠÞíڂϹ]<íéÊ^•ý]
Percentage of beneficiaries’ satisfaction with
supplementary services.< <
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ì‚Â^Š¹]<l^Ú‚}<àÂ<°ÃËjß¹]<ð^•…<ífŠÞ< <
Percentage of satisfied beneficiaries with the help
services< <
<àÚ<†nÒ_ULA< <
<æ<íÓf�Ö]<ð]�_<àÂ<°ÃËjß¹]<ð^•…<ífŠÞ
^â†Êçiæ<^ãjè�^ÛjÂ]< <
Percentage of satisfaction with network
performance, reliability & availability.< <
<àÚ<†nÒ_ULA< <
<ëæ^Ó�<�‚Âì†içËÖ]<ì…çi^Ê<ÌÖ_<ØÓÖ< <
beneficiaries billing complaints per 1000 bills < <
<àÚ<ØÎ_MzQ< <
°ÃËjß¹]<�‚Â<êÖ^¶÷<°ÃËjß¹]<ëæ^Ó�<ífŠÞ< <
beneficiaries complaints to the total number of
beneficiaries percentage of< <
<àÚ<ØÎ_MA< <
<ëæ^Ó�<ífŠÞ]ì†içËÖ<<Ùø}<^ã×u<Üjè<�Ö]ML<<Ý^è_
çËÖ]<ëæ^Ó�<�‚Â<êÖ^¶]<±]<ØÛÂì†i< <
Percentage of billing complaints resolved within 10
working days< <
àÚ<†nÒ_ULA< <
<ëæ^Ó�<ífŠÞì†içËÖ]<<Ùø}<^ã×u<Üjè<�Ö]NL<
<ØÛÂ<Ýçèc<±c<ëæ^Ó�<�‚Â<êÖ^¶ì†içËÖ]J< <
Percentage of billing complaints resolved within 20
working day< <
<àÚ<†nÒ_URA< <
<ífŠßÖ<íe^rj‰÷]<^�ø}<Üji<�Ö]<íéßÚˆÖ]<삹]
UL<A<ØÚ^Â<íÞæ^ÃÚ<l^Ú‚}<àÚ<ØÎù]<î×Â
íÚ‚¤]J< <
Response time to answer 90% for operator assisted
services
< <
OL<íéÞ^mJ< <
OOOOJJJJ íÚ^ÃÖ]<l^Þ^éfÖ]<íÚ‚}íÚ^ÃÖ]<l^Þ^éfÖ]<íÚ‚}íÚ^ÃÖ]<l^Þ^éfÖ]<íÚ‚}íÚ^ÃÖ]<l^Þ^éfÖ]<íÚ‚}< << << << <
íߊÖ]<»<¼}<íñ^Ú<ØÒ<»<Ù^ŞÂù]< <
Faults per 100 lines per year<<àÚ<ØÎ_MN<ØŞÂ< <
< Ùø}< ^ãuø‘]<g«<�Ö]< Ù^ŞÂù]< ífŠÞNP<
íÂ^‰< <
Percentage of faults to be cleared within 24
hours< <
<àÚ<†nÒ_ULA< <
<Ð�^ßÚ< »< íé×�]< ½çޤ]< l^f×�< ífŠÞ
< Ùø}<l„ËÞ<�Ö]< íÚ‚¤]ML<<�è…^i< àÚ< Ý^è_
^ãf×�<Üè‚Ïi<J< <
Percentage of orders for access lines in the
Served Areas completed within 10 working days< <
<àÚ<†nÒ_ULA< <
<Ð�^ßÚ< »< íé×�]< ½çޤ]< l^f×�< ífŠÞ
< Ùø}< l„ËÞ< �Ö]< íÚ‚¤]Q<<�è…^i< àÚ< Ý^è_
^ãf×�<Üè‚Ïi<J< <
Percentage of orders for access lines in the
Served Areas completed within 5 working days< <
<àÚ<†nÒ_SQA< <
<àÓµ< �Ö]< íÛñ^ÏÖ]< løé‘çjÖ]< ì�^Â]< ífŠÞ<àÚ<†nÒ_ULA< <
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Percentage of reconfigurations of established
connections completed within 4 hours <<<< <
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íÚ‚¤]<íéÎ^Ëi]< <
Throughput<
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<áçÓÚ<Œ^éÏÚ< î×Â<°ÃËjß¹]< ð^•…<Œ^éÏÚ
<àÚQ<l^q…�< <
Bbeneficiaries Satisfaction on a 5 grade scales<
<àÚ<Ø–Ê_OzQ<íq…�< <
<�‚Â< êÖ^¶÷< °ÃËjß¹]< ëæ^Ó�< ífŠÞ
°ÃËjß¹]< <
beneficiaries complaints to the total number of
beneficiaries percentage of<
Ú<ØÎ_<àMA< <
<Ùø}<^ã×u<Üjè<�Ö]<°ÃËjß¹]<ëæ^Ó�<ífŠÞ
ëæ^Ó�Ö]<�‚Â<êÖ^¶÷<ØÛÂ<Ý^è_<ì†�Â< <
beneficiaries complaints resolved within 10
working days to the total number of complaints
percentage of
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Billing complaints per 100 bills issued
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Bandwidth Utilization during the busy hours<
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number of beneficiaries complaints on international
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Percentage of beneficiaries to the total number of
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Availability
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Percentage of fulfillment of Supply Time for
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failures per 100 beneficiaries per quarter
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percentage of resolved faults within the time
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failures per 100 beneficiaries per quarter
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percentage of resolved faults within the time
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beneficiaries complaints to the total of beneficiaries
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Service Fulfilment within one day
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Number of Complaints per 100 beneficiaries per
quarter
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Percentage of Complaint resolved within 10
working days
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Number of Billing Complaints per 1000 bills
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Percentage of Service Fulfillment
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Number of Complaints per 100 beneficiaries per
quarter
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Number ofBilling complaints per 1000 bills
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